Position Summary:
The Welcome Center Student Worker supports the strategic and daily operations of the Welcome Center by serving as the front-line customer service and answering questions by applying various communication and approaches. This position aids all Welcome Center activities, including giving directions and answering the College’s phones. The Welcome Center Student Worker position assists, guides, and responds to student needs throughout the visit. This position supports enrollment, retention, and completion initiatives of the College and directs students to the enrollment coaches. The Welcome Center Student Worker demonstrates sensitivity to and understanding community college students’ diverse academic, socioeconomic, cultural, disability, and racial/ethnic backgrounds. This position may use varying styles and approaches that reflect an understanding and acceptance of the role of culture in a diverse, multicultural workplace.
Essential Duties and Responsibilities:
These duties are intended only as examples of the various types of job duties to be performed. The omission of the specific duties does not exclude them from the position if the work is a similar, related, or logical assignment to the position.
The following are the functions essential to performing this job:
1. Provide excellent front-line customer service and answer questions through various forms of communication, including face-to-face, telephone, email, text, and chat.
2. Navigate through and adapt to multiple software tools to manage customer flow and track face-to-face, telephone, and virtual interactions.
3. Apply customer service skills, including active listening, critical thinking, multi-tasking, and the ability to respond appropriately to diverse groups of people in various situations.
4. Resolve issues and instruct students through various self-service systems, including but not limited to PeopleSoft, myFCC, and Blackboard.
5. Assist with researching resources, collecting data, communicating with appropriate departments and reviewing documents and forms, ensuring all required information is included, and sharing with students regarding missing information by participating in call campaigns.
6. Articulate policies, procedures, and regulations for students, visitors, and the public.
7. Prepare completed documents for scanning and scan and link documents.
8. Maintain data confidentiality and integrity, and ensure compliance with FERPA.
9. Administer Photo ID cards and parking passes to current students.
10. Work on special projects from departments if needed.
11. Occasional evenings and weekends may be required.
12. Perform other duties as assigned.
